2-1-1 tulsa helpline a better way to access health and human services

A Program of The Community Service Council of Greater TulsaA Program of The Community Service Council of Greater Tulsa

2-1-1 Tulsa Helpline2-1-1 Tulsa HelplineA Better Way to Access A Better Way to Access

Health and Human ServicesHealth and Human Services

March 2007


What is 2-1-1?

What is 2-1-1?The number to call when

you don’t know who to call

Like 9-1-1 for emergencies, a faster access for social services

24/7 personal assistance and follow up by certified I&R specialists

Up-to-date resource information on services

Bilingual and tele-interpreter access to help

Public information point in disasters and crises


2-1-1 Tulsa 2-1-1 Tulsa 2006 Highlights2006 Highlights

Celebrated one year Celebrated one year anniversary July 11 anniversary July 11thth, 2006, 2006

72,071 caller contacts (52% increase)72,071 caller contacts (52% increase)

24/7 service to Tulsa, Creek, Okmulgee, Rogers, 24/7 service to Tulsa, Creek, Okmulgee, Rogers, Wagoner, and portions of Osage Counties Wagoner, and portions of Osage Counties

2-1-1 connectivity for cell phone users 2-1-1 connectivity for cell phone users

Upgraded technology with VoIP remote call Upgraded technology with VoIP remote call taking and enhanced call management taking and enhanced call management

Expanded role in disaster response andExpanded role in disaster response and recovery in community recovery in community


2-1-1 Call Volume Grows2-1-1 Call Volume Grows2005 - 2006 2005 - 2006

2403

2977

4963

6482 6416

5665

5939

7517

8508

6503

7577

6664

0

1000

2000

3000

4000

5000

6000

7000

8000

9000

Jan 05 March05

May 05 July 05 Sept05

Nov 05

Jan 06

March06

May 06 July 06 Sept06

Nov 06

2-1-1 Tulsa Public Launch July 11, 2005


2-1-1 Helps Keep Us Safe2-1-1 Helps Keep Us Safe

Vital link in emergency preparedness and response Vital link in emergency preparedness and response planning planning

Public health alerts and informationPublic health alerts and information

Hurricanes Katrina and Rita evacuees in OklahomaHurricanes Katrina and Rita evacuees in Oklahoma

May, 2006 micro-burst storm May, 2006 micro-burst storm

2006 summer heat wave 2006 summer heat wave

2007 ice storms2007 ice storms


2-1-1 Makes a Big Difference2-1-1 Makes a Big Difference

““Thank you to 2-1-1 for the legal referrals. The legal Thank you to 2-1-1 for the legal referrals. The legal advice I received helped solve my problem.”advice I received helped solve my problem.”

Susan A.Susan A.

““My father was suicidal when he called 2-1-1 and a My father was suicidal when he called 2-1-1 and a “real sweetheart” talked to him and got him “real sweetheart” talked to him and got him connected to help. She also called back to check on connected to help. She also called back to check on him. He is doing fine now. 2-1-1 saved his life.”him. He is doing fine now. 2-1-1 saved his life.”

Kurt S.Kurt S.

““Thank you SO much from the bottom of my heart for Thank you SO much from the bottom of my heart for helping me get an air-conditioner.” helping me get an air-conditioner.”

Betty V.Betty V.


2-1-1 Addresses Critical Needs2-1-1 Addresses Critical Needs**Callers often have multiple needsCallers often have multiple needs

Basic NeedsRent, Utilities, Shelter,

Food Clothing,

37%

Health Care& Prescription

Assistance

17%

Mental Health7%

Agency Contact Information Only

(Need not specified)14%

Other

17%

Legal3%

Government Services

5%


2-1-1 Links People to2-1-1 Links People toCritical HelpCritical Help**

Financial AssistanceFinancial AssistanceBoston Ave.Boston Ave. Helping Hands Helping Hands 8,7048,704

Salvation Army Salvation Army 8,4328,432 Neighbor for Neighbor Neighbor for Neighbor 3,5283,528 John 3:16 Family CenterJohn 3:16 Family Center 2,550 2,550

Health CareHealth Care OU Tulsa Bedlam Clinic OU Tulsa Bedlam Clinic 1,953 1,953 Good Samaritan Clinic Good Samaritan Clinic 1,8411,841 Tulsa County Social Svs Tulsa County Social Svs 1,1671,167 Morton Clinic Morton Clinic 1,1141,114

Mental HealthMental Health Family & Children Svs. Family & Children Svs. 1,8371,837 (COPES -(COPES -690690) ) OKDMHSAS OKDMHSAS 680680 Associated Centers for Associated Centers for

Therapy Therapy 420420

Mental Health Assoc. Mental Health Assoc. 417417

FoodFood John 3:16 Family Center John 3:16 Family Center 4,7604,760 Baptist Ministry Center Baptist Ministry Center 1,8951,895 Catholic CharitiesCatholic Charities

1,8741,874 Emergency Infant SvsEmergency Infant Svs. 1,082. 1,082*A caller may have multiple referrals

A Program of The Community Service Council of Greater TulsaA Program of The Community Service Council of Greater TulsaPrepared by the Community Service Council of Greater Tulsa

Babyline and Planline Appointments ScheduledTulsa MSA and Surrounding Counties, 1990 through 2006

Source: Community Service Council of Greater Tulsa.

631

1,409

858 872

1,1931,432 1,345

1,789

1,333

909

1,5001,704

1,9972,107 2,212

3,004

2,6052,369 2,342

2,662 2,767

3,525

3,998

4,4234,604

4,7954,692

4,3554,219

1990 1991 1992 1993 1994 1995 1996 1997 1998 1999 2000 2001 2002 2003 2004 2005 20060

1,000

2,000

3,000

4,000

5,000Number of Appointments Scheduled

Prenatal Appointments Family Planning Appointments

2-1-1 Supports Systems 2-1-1 Supports Systems Development…Prenatal CareDevelopment…Prenatal Care


Babyline, Planline and Kidsline Babyline, Planline and Kidsline Track TrendsTrack Trends

Babyline schedules prenatal appointments for 44% Babyline schedules prenatal appointments for 44% of resident births in Tulsa Countyof resident births in Tulsa County

99% are uninsured and/or on Medicaid99% are uninsured and/or on Medicaid

79% of pregnancies are unplanned79% of pregnancies are unplanned

30% of callers are Spanish speaking30% of callers are Spanish speaking

Kidsline scheduled 235 appointments for children in Kidsline scheduled 235 appointments for children in 2006, 54% were Hispanic 2006, 54% were Hispanic

Prenatal care and family planning services for Prenatal care and family planning services for uninsured are scarceuninsured are scarce

Babyline data supports community planning for Babyline data supports community planning for prenatal servicesprenatal services


2-1-1 Enhances2-1-1 EnhancesOther Agencies’ ServicesOther Agencies’ Services

Agencies redirect callers seeking services not Agencies redirect callers seeking services not provided by the agency to 2-1-1provided by the agency to 2-1-1

Agencies’ staff call 2-1-1 or access 2-1-1 web site for Agencies’ staff call 2-1-1 or access 2-1-1 web site for additional health and human service options for additional health and human service options for clientsclients

2-1-1 staff provides training on I&R skills and social 2-1-1 staff provides training on I&R skills and social service system service system

2-1-1 has relationships with 911s, crisis service 2-1-1 has relationships with 911s, crisis service providers, and agencies serving special needsproviders, and agencies serving special needs

2-1-1 has co-marketing partnerships—e.g., PSAs on 2-1-1 has co-marketing partnerships—e.g., PSAs on breast cancer awareness, mentoring, women’s breast cancer awareness, mentoring, women’s healthhealth


Human Service OrganizationsHuman Service OrganizationsValue 2-1-1Value 2-1-1

““The Salvation Army appreciates the way clients The Salvation Army appreciates the way clients

seeking utility assistance, emergency shelter and seeking utility assistance, emergency shelter and

daily meals are prepared by 2-1-1 to know service daily meals are prepared by 2-1-1 to know service

hours, eligibility requirements and what supporting hours, eligibility requirements and what supporting

documents to bring. 2-1-1 creates efficiency in the documents to bring. 2-1-1 creates efficiency in the

helping process for the client and the agency.”helping process for the client and the agency.”

Tracey Booth, Executive DirectorTracey Booth, Executive Director

Salvation Army Center of HopeSalvation Army Center of Hope


2-1-1 Brings State of the Art 2-1-1 Brings State of the Art Technology to Social ServicesTechnology to Social Services


2-1-1 Call Center’s Technology2-1-1 Call Center’s Technology

Telephone Technology UpgradeTelephone Technology Upgrade– VoIP remote call talking capacityVoIP remote call talking capacity– On-site and remote call monitoring of calls On-site and remote call monitoring of calls

Health and Human Service Database Health and Human Service Database – 2,600+ programs coded by geographic and 2,600+ programs coded by geographic and

AIRS taxonomy keywords AIRS taxonomy keywords

Technology enables service continuityTechnology enables service continuity– Remote access to database and phonesRemote access to database and phones– Plans to develop back-up site at THD withPlans to develop back-up site at THD with

generator power generator power


2-1-1 Impacts the Whole State2-1-1 Impacts the Whole State

““2-1-1 Tulsa Helpline is performing at the top level and 2-1-1 Tulsa Helpline is performing at the top level and

highly respected among members of the Oklahoma highly respected among members of the Oklahoma

2-1-1 Advisory Collaborative. The program's 2-1-1 Advisory Collaborative. The program's

willingness to expand into six more counties during willingness to expand into six more counties during

2007 will enable 2-1-1 to serve more Oklahomans in 2007 will enable 2-1-1 to serve more Oklahomans in

the most efficient manner."the most efficient manner."

Steve Willoughby, ChairmanOklahoma 2-1-1 Advisory Collaborative


2-1-1 in Oklahoma2-1-1 in Oklahoma


Senator Brian Crain makes the first honorary cell Senator Brian Crain makes the first honorary cell phone call to 2-1-1 at press conference July 11, 2006phone call to 2-1-1 at press conference July 11, 2006


Funders Support Funders Support the Growth of 2-1-1the Growth of 2-1-1

Tulsa Area United WayTulsa Area United Way

Chapman TrustChapman Trust

Oklahoma Department of Human ServicesOklahoma Department of Human Services

FoundationsFoundations


2-1-1 Looks Toward the Future: 2-1-1 Looks Toward the Future: 2007-20082007-2008

Meeting funding needsMeeting funding needs

Expanding 2-1-1 to Adair, Cherokee, Okfuskee, Expanding 2-1-1 to Adair, Cherokee, Okfuskee, Muskogee, McIntosh, Sequoyah - April 1, 2007Muskogee, McIntosh, Sequoyah - April 1, 2007

Developing service relationships and targeted Developing service relationships and targeted marketing in rural countiesmarketing in rural counties

Enhancing emergency response capacity Enhancing emergency response capacity

Partnering with public agenciesPartnering with public agencies

Achieving AIRS Accreditation for 2-1-1 Tulsa Achieving AIRS Accreditation for 2-1-1 Tulsa

Responding to calls, expected to exceed 80,000Responding to calls, expected to exceed 80,000

2-1-1 tulsa helpline a better way to access health and human services

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